AT&T Store — Local services in Wheeling

Do not buy anything from this store. Zero stars if I could.

Two different times I was here, buying one new phone each time. I set up the monthly installment payment plan on each phone. They said all I had to pay up front was the state sales tax. Ok great. Until I got the first monthly cycled bill.

The reps at the store added insurance per line, and added the $5.00 per line for the upgraded monthly payment, which is the higher of the two monthy payments (which is printed on the displayed price tag of the phones in the store - that's how I knew). Neiither the insurance or the upgraded monthly charge were asked for by me or mentioned by the employees up front. They automatically added them in the store when we set up the phones, not telling me. Slippery.

Then the bill also listed a one time activation fee of $30 per phone - again not told to me. I wasn't creating a new account - i have been an AT&T customer for years. Yet another surprise. Wait - there's more.

They also said they had a "BOGO" phone special, where they give you up to a $750 credit for the 2nd phone. Ok good. What they don't tell me is that I would have had to adjust or switch my data plan in order to get the BOGO credit. So the first bill has the full monthly installment charges for each phone - no BOGO discount. $66 total instead of $41. To make a long story short - the first bill I get is almost double what I was paying each month previously.

I called the national AT&T customer care line after I got the first bill - instead of going to the store - because obviously the store didn't care the first time - why would they care now. The phone line said I should have been told all this in advance by the local store. I get a weak phone apology and a "too bad." Still didn't lower the bill or fix anything. This is sneaky and underhanded. Shady selling here.

This store doesn't care what happens after you buy and then leave the store. They do not communicate at all and do not give the whole story. This comes down to lack of training and poor management. Do the right thing. Avoid this place - or...

Absolute worst experience from AT&T! Not sure how Kelly Baker is a manager but she definitely needs to be retrained. I bought a new iPhone 7plus on Saturday and once I got home (an hour and half away) we noticed that the front facing part of the camera was not working. Monday I decided to go back to the store to try and get this rectified since it was within the 14 day period. The rep couldn't get it to work either, she did factory resets and just about everything but to no avail nothing worked. She told me that they would replace it. She then went to her manager Kelly who in turned told her that I would have to take it to Apple which was another 40 mins away. I just could not do that with a 2 year in tow and already drove 1.5 hours to get to this store. I asked her to take it to the Apple Store for me and she refused. Since I am partially deaf and have a cochlear I didn't have my Bluetooth synced yet. So I asked the manager to call apple for me bc talking on a regular phone or even speaker on it with my Bluetooth is very difficult for me to understand people. Kelly proceeds to tell me that she would call but I needed to give her my credit card info... why do you need my credit card info and I refused to give it to her. With no help from this manager I just told her that I would just pay the $45 restocking fee then since I am in the 14 days bc driving another 40 mins to get help from apple was just not an option. She then proceeds to tell me that since the camera doesn't work it is not in new condition and could not take it back. They are the ones that sold it to me that way. If AT&T's policy is that once a new iPhone walks out the store it is Apple issues then AT&T needs to go through all the factory apps and settings to make sure they work before a customer walks...

Absolutely disgrace employs. Was trying to exchange phone and one of employe told me I could exchange but trade in credit would be lost completely . When I questioned why he got upset and told me to go other store or would call police. I have not said any disrespectful word to him at all or raised my voice. Just asked him to explain better why if I trade it phone for a new phone and than I decide to exchange new phone for another phone before 14 days up why would I lose my trade in credit all together. Just because he didn’t fill like deal with me or my phone issues he says if I don’t leave store he called police and telling them it’s non emergency situation and if if they could come. When they asked if I was threat he tolled them no in which case they never came. I asked another employee to help but he said he would not be able to. Maybe it was racial not sure but don’t care. They didn’t give names but there is video I took for my safety if police had come I would have some prove of my behavior was not inappropriate at all. If anyone in management needs I will provide video. Just to be clear i did not take video to put online or expose them. just for my safety. I dealt with AT&T stores many years and never had any problems with any stores.

Blue link is no more option for me at this point and AT&T should care more about this non corporate store issues. By the way have a Courtesy and close your zipper because you dealing...